Senior Customer Success Manager

• Manage a portfolio of high-value, multi-product law firm accounts.
• Align each client to defined performance KPIs (leads, CPL, signed cases, cost per case, ROI).
• Translate multi-channel activity into measurable business impact.
• Drive renewals, expansion, and portfolio growth through proven performance.

• 2. Lead Cross-Portfolio Strategy
• Coordinate visibility (directories, profiles, paid placements), marketing (PPC, lead gen, website), and conversion (intake, CRM integration) into a unified strategy.
• Partner with Paid Media, Product, Marketing, Reporting, and Operations to ensure campaigns are optimized toward case outcomes.
• Ensure CRM integrations are implemented and maintained to enable lead-to-case tracking and closed-loop reporting.
• Escalate and resolve operational blockers that impact performance.
• 3. Executive-Level Client Partnership
• Conduct structured monthly performance reviews grounded in data and strategy.
• Translate performance dashboards into business insight and recommended actions.
• Manage sophisticated stakeholders, including managing partners, marketing directors, and intake leaders.
• Maintain proactive communication around risks, performance shifts, and growth opportunities.
• 4. Performance & Data Leadership
• Analyze multi-channel reporting (directories, PPC, lead programs, website performance, CRM data).
• Identify trends, optimization opportunities, and portfolio reallocation strategies.
• Ensure alignment between marketing performance and case conversion data.
• Contribute to the evolution of reporting systems, dashboards, and performance benchmarks.
• 5. Revenue & Margin Accountability
• Identify expansion opportunities across the portfolio.
• Proactively mitigate churn and down-sell risk.
• Understand unit economics, portfolio margin impact, and growth thresholds.
• Partner with Sales during renewal cycles and expansion motions.
• 6. Build & Scale the Program
• Contribute to best practices, playbooks, onboarding frameworks, and performance standards.
• Provide feedback to Product and Leadership on systemic gaps or opportunities.
• Support pilot initiatives tied to AI, CRM integration, and advanced attribution models.

• 5–8+ years in Customer Success, Account Management, or Performance Marketing roles.
• Experience managing complex, multi-channel marketing programs (PPC, paid media, lead generation, websites).
• Strong understanding of marketing KPIs: CPL, CPA, ROAS, conversion rate, attribution.
• Experience working with CRM platforms (Clio, Salesforce, Litify, LeadDocket, etc.) and understanding lead-to-case workflows.
• Demonstrated ability to translate data into executive-level insights.
• Comfort managing demanding, high-investment clients.
• Highly organized, systems-oriented, and operationally disciplined.
• Executive presence and strong presentation skills.
• Thrives in ambiguity and scaling environments.
• Willingness to operate with urgency and accountability in a performance-driven model.

At Internet Brands, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect total compensation for this role to be in the low $100s (base + variable commission)

We encourage all interested candidates to apply.

In addition to our awesome culture, we offer a comprehensive benefits package designed to support the health and well-being of you and your family. Our benefits include health insurance options such as medical, dental, and vision coverage, flexible spending accounts (FSA) for medical and dependent care, short-term and long-term disability insurance, and life and AD&D insurance. We also provide a 401(k) retirement savings plan with a company match, paid time off (PTO), paid holidays, commuter benefits as well as access to our Employee Assistance Program (EAP) and well-being coaching services. In addition, employees can take advantage of voluntary benefits such as home, auto and pet insurance, and discounted legal and financial services. For more details, feel free to inquire during the interview process.

Internet Brands®, headquartered in El Segundo, Calif, is a fully integrated online media and software services company focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's properties and platforms include the WebMD, Medscape, and Henry Schein ONE networks, which are the global leaders in their markets; Nolo, Avvo, and Martindale, which form the largest consumer information provider in the legal market; and CarsDirect, Fodor's Travel, and many others which are leaders in their key vertical markets. Internet Brands' award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. The company's powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Warburg Pincus.

Internet Brands is an equal opportunity employer, and we welcome applicants from all backgrounds. We comply with all applicable laws and regulations, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO).

Notice to California residents: you can find information about our privacy practices, on: https://www.internetbrands.com/work-with-us/cpra